Quick Reference CRM SAP
Content
1
Billing Complaint
Home Page > Complaints > Create Complaints > Select BSNL Customer Complaint as the Transaction Type > Enter value in field Telephone Number/Customer Account ID > Select Service Type as Landline, Complaint Type as Billing > Select Complaint Subtype from dropdown > Click Save > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to AOTR” Login as AOTR > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Click Complaint ID > Enter value in fields Amount paid, Adjustment Outcome and Adjustment ID > Click Save > Go to Work list > Click Complaint ID > Select Approve > Click Execute Decision. Login as CSR > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Approved”
ISDN New ISDN BRI Connection
Home Page > Account Management > Create Individual Account > Create Contact > Create Customer Account > Fill up details from the CAF Form > Create Billing Account > Create Sales Order > Click Enter on Customer Account ID and Billing Account ID > Select Service Type as ISDN and Service Subtype as ISDN BRI > Save Sales Order > Go to ISDN Details tab > Click Edit in ISDN Header > Enter ISDN specific Data (no. of extensions ,no. of junctions etc) > Click Save in ISDN Header > Click Number Availability Check > Select Number > Block Number > Click Edit List > Click Product ID > Select Plan , Facility, Accessory > Click Submit and close the Window > Press Enter > Click Accessory availability Check > Save New Order > Click Demand Note > Save Demand Note > Receive Payment against Demand Note
BSNL IT PROJECT CIRCLE
MySAP CRM
Ver 1.02
1
June 2009
Quick Reference Card
To Update Address Proof
Home Page > Go to Service Order > click create Service Request > Select BSNL Transaction Type as service request > enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘account related’ , Change Type as ‘ Address Proof’, Change Subtype e.g. Voter Card. Go to the Updated details tab and enter the value of ID Number and press Enter Save the Request, close the request. Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to CO’ Login as CO > View Service request Go to CO work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Rejected’
New ISDN PRI Connection
Home Page > Account Management > Create Individual Account > Create Contact > Create Customer Account > Fill up details from the CAF Form > Create Billing Account > Create Sales Order > Click Enter on Customer Account ID and Billing Account ID > Select Service Type as ISDN and Service Subtype as ISDN BRI > Save Sales Order > Go to ISDN Details tab > Click Edit in ISDN Header > Enter ISDN specific Data (no. of extensions ,no. of junctions etc) > Click Save in ISDN Header > Click Number Availability Check > Select Number > Block Number > Click Edit List > Click Product ID > Select Plan , Facility, Accessory > Click Submit and close the Window > Press Enter > Click Accessory availability Check > Save New Order > Click Demand Note > Save Demand Note > Receive Payment against Demand Note
INDEX New Phone Connection Facility Provisioning / De provisioning Accessory Provisioning / De provisioning Bill Plan Change / Address Update Number Change Safe Custody Closure Voluntary / Non Payment New Centrex Group Connection in same Exchange Linking Centrex Group to existing Landline New ISDN BRI / PRI Complaints Technical / Billing Update Address Proof / Identification Proof /
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COMPLAINTS AND UPDATES Technical Complaint
Home Page > Complaints > Create Complaints > Select BSNL Customer Complaint as the Transaction Type > Enter value in field Telephone Number/Customer Account ID > Select Service Type as Landline ,Complaint Type as Technical > Select Complaint Subtype from dropdown > Click Save > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to ITO” Once resolved in Clarity > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to FTO” 1. Login as FTO > Go to Work list > Click Complaint ID > Select Close > Click Execute Decision. Login as CSR > Go to Complaint > Search Complaint> Enter Complaint ID > Click Search > Status “Resolved” 2. Login as FTO > Go to Work list > Click Complaint ID > Select Close > Click Execute Decision. Login as CSR > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to ITO”
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To Update Bill frequency
Home Page > Go to Service Order > click create Service Request > Select BSNL Transaction Type as service request > enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘Billing related’ , Change Type as ‘ Billing Frequency Update’, Change Subtype e.g. Monthly. Go to the Bill Frequency /Bill Statement Type /Invoice No. details and check that selected Bill cycle is displayed and press Enter > Save the Request Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to AOTR’ Login as AOTR > View Service request Go to AOTR work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Rejected’
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Duplicate Bill Change Payment Mode Broadband WLL Shift
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GENERAL COMMERCIAL New Phone Connection
Home Page > Account Management > Create Individual Account > Create Contact > Create Customer Account > Fill up details from the CAF Form > Create Billing Account > Create Sales Order > Number Availability Check > Assign Plan > Assign Facility > Assign Accessory > Check Accessory availability > Save the Order > Create Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection
Bill Address Update Home Page > Service Order > Create Service request > Search
Asset ID from the Telephone Number > Select Request type as “Billing related” > Select Change type as “Billing Address Update” > Select Change Subtype as “Billing Address Update” > Enter the address and Save the service request > Check Order status > Login as “AOTR” Home Page > Go to Work list > Select the service request from the list > Approve/Reject the service request Status of Service request changes to Approved/Rejected
Voluntary Closure
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Disconnect > Select BSNL Ser‐ vice Order as the Transaction Type > Select Service Type as Landline > Select Disconnection reason as Voluntary Disconnect > Select status as “Submission in Progress” > Save the service order > Status of Service order changes to “In Process with Retention” > Log in as Retention team > Home Page > Go to Work list > Select the service request from the list > Select the Decision “Retention Successful/ Retention failed” > If Customer Retained, scenario ends > If Reten‐ tion failed, request enters provisioning system > Check Order Status till the service is completed
Facility Provisioning
Home Page > Master Data > Click Search Customer Assets > Search Ibase from the Telephone Number Click Modify > Select BSNL Ser‐ vice Order as the Transaction Type > Select Service Type as Landline > Add Facility to the Installed Plan > Click on Submit from MORE button > Save The Service Order > Click Edit to check Order Status
Bill Plan Change
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Save the Service order > Click on Edit the Service Order > Select the new Plan from the list of Plans > New Plan gets selected and Old plan is marked for deletion > Save the service order Select the Status as “Submission In Progress” > Check Order Status till the service is completed
Closure for Non Payment
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Disconnect > Select BSNL Ser‐ vice Order as the Transaction Type > Select Service Type as Landline > Select Disconnection reason as “Disconnection due to Non Pay‐ ment” > Save the service order > Status of Service order changes to “In Process” > Check the status of Order till the service is completed
Facility De‐provisioning
Home Page > Master Data > Click Customer Assets >Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Delete Facility from the Installed Plan > Click on Submit from MORE button > Save The Service Order > Click Edit to check Order Status
Bill Address Update
Home Page > Service Order > Create Service request > Search Asset ID from the Telephone Number Select Request type as “Billing related” > Select Change type as “Billing Address Update” > Select Change Subtype as “Billing Address Update” > Enter the address and Save the service request Check Order status > Login as “AOTR” > Home Page Go to Work list > Select the service request from the list > Approve/Reject the service request > Status of Service request changes to Approved/ Rejected
New Centrex Group Connection with same exchanges
Home Page > Sales Cycle > Create Centrex Group > Fill value in Name and Description Fields > Press Enter on any field > Click District field > Select any value > Fill value in Field Number of Lines > Save the Centrex Group > Click Inform Nodal Officer link. Login as Nodal Officer > Sales Cycle > Search Centrex Group > Enter Centrex Group ID > Click Search > Click Centrex Group ID > Fill Value in Centrex Exchange Field > Save the Centrex Group > Go to Work list > Click Centrex Group order > Click Execute Decision. Login as CSR > Sales Cycle > Search Centrex Group > Enter Centrex Group ID > Click Search > Click Centrex Group ID > Click Number Reservation > Save the Centrex Group
Accessory Provisioning
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Add required Accessory to the Installed Plan > Save The Service Order > Click for Edit the Service Order > Check Accessory Availabil‐ ity > Select the Status as “Submission In Progress” > Save the Service Order > Check Order Status till the service is completed
Number Change
Home Page > Master Data> Click Customer Assets > Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Select Sub Order type as “Change of Indicator” > Save the service order > Number Availability Check > Select the telephone number which will appear as the “New Telephone Number” > Change the status “Submission in Progress” > Save the service order > Search the service order to check the order status till service is Completed
Accessory De‐provisioning
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Delete the Accessory from the Installed Plan > Save The Service Order > Select the Status as “Submission In Progress” > Check Order Status till the service is completed ‐1‐
Linking a Centrex Group to the existing Landline connection
Home Page > Master Data > Click Customer Assets > Enter Tele‐ phone Number > Click Search > Click Asset ID > Click Modify > Select BSNL Service Order as the Transaction Type > Press Enter on any field to display all the details > Select Service Type as Landline > Select Order Sub Type as Add to Centrex Group > Enter value in Centrex Group ID field > Save the Service Order > Click Edit > Click Number Avail Check link > Go to More: Click Submit ‐3‐
Safe Custody Landline
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number> Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Save the Service order > Click on Edit the Service Order > Select the new Plan as “Safe Custody Plan” from the list of Plans > New Plan gets selected and Old plan is marked for deletion > Default facilities also gets selected along with Safe Custody Plan > Save the service order > Select the Status as “Submission In Progress” > Check Order Status till the service is
To Issue Duplicate Bills for the customer
Home Page > Go to Service Order > click create Service Request > Se‐ lect BSNL Transaction Type as service request> enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘Billing related’ , Change Type as ‘ Request For Past Invoice’, Change Subtype as ‘Request For Past Invoice’. Go to the Bill Frequency /Bill Statement Type /Invoice No. details and give the value in field ‘Invoice Number’ and press Enter> Save the Re‐ quest Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to AOTR’ Login as AOTR> View Service request Go to AOTR work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to ‘Rejected’
BROADBAND New Broadband on existing Landline
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Modify Customer Account >Create Billing Account > Select Transaction Type > Creating Service Order >Select Product Id From Dashboard > Selecting Product Plan > Submit the plan > Close > Displaying the Products> Save the Order > Click on User Id link > Create Demand Note > Generating Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection > Status ‐ Completed
Broadband Shift Within same Exchange without Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange without Number change > Fill other details such as nature of shift > Save > Creating Broadband Order > Choose Broad‐ band Order >Order subtype as Broadband Reconnection > Save> Creating Service Order >Submit > Save the Order > Disconnect Or‐ der> Service order‐In progress > Service order‐Completed > Broad‐ band Service order‐In progress > Check Order Status to find out the present status of Connection > Broadband Service order‐ Completed
New Broadband and Landline Connection
Home Page >Account Management >Create Individual Account >Create Contact >Create Customer Account > Fill up details from the CAF Form >Create Billing Account >Go Homepage > Sales Cycle >Create Sales Order >New Order Id Created > Number Availability Check > Blocking Number > Assign Product Plan > Selecting Plan > Assign Accessory > Check Accessory availability > Creating Broadband Order > Select Service Process > Select Plan from Dashboard > Displaying Product > Save the Order > Click on User Id link > Create Demand Note > Generating Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection > Status – Completed
Broadband Shift across Exchange
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift across Exchange > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Creating Broadband Order > Choose Broadband Order> Order subtype as Broadband Reconnection > Save> Creating Service Order >Submit > Save the Order > Disconnect Order> Service order‐In progress > Service order‐ Completed > Broadband Service order‐In progress > Check Order Status to find out the present status of Connection > Broadband Service order‐ Completed
To Update Identification Proof
Home Page > Go to Service Order > click create Service Request > Se‐ lect BSNL Transaction Type as service request> enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘account related’ , Change Type as ‘ Identifica‐ tion Proof’, Change Subtype eg Voter Card. Go to the Updated details tab and enter the value of ID Number and press Enter> Save the Request, close the request. Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to CO’ Login as CO> View Service request Go to CO work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Rejected’
Bill plan change
Home Page > Master data >Customer assets> Enter the telephone number >Click search > Click on Asset ID >Click on Modify link> Select the transaction type (Broadband Order) > Press enter on asset ID > Select service type as broadband and order sub‐type as modify > Select Product ID from product dashboard > Change the bill plan > Click submit > Close the window > Press enter > Click save > Click submit
Billing Complaint Broadband Home Page > Complaints> Create Complaints> Select BSNL Cus‐
tomer Complaint as the Transaction Type >Enter value in field Tele‐ phone Number/Customer Account ID >Select Service Type as Land‐ line, Complaint Type as Billing > Select Complaint Subtype from drop‐ down> Click Save >Go to Complaint >Search Complaint> Enter Com‐ plaint ID> Click Search> Status “Assigned to AOTR” Login as AOTR > Go to Complaint >Search Complaint> Enter Com‐ plaint ID> Click Search> Click Complaint ID> Enter value in fields Amount paid, Adjustment Outcome and Adjustment ID> Click Save> Go to Work list> Click Complaint ID> Select Approve> Click Execute Decision. Login as CSR> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Approved
Change in modem ‐ Broadband
Home Page >Master data >Click on Customer assets >Enter the telephone number > Click on search >Click on asset id > Click on modify > Select the transaction type (Broadband order) > Press enter on asset ID > Select service type as broadband and order sub‐type as modify > Select Product ID from product dashboard > Change the modem type > Click submit > Close the window > Press enter > Click save > Click submit> Click on save
To change Method of payment
Home Page > Go to Service Order > click create Service Request > Se‐ lect BSNL Transaction Type as service request> enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘Billing related’ , Change Type as ‘ Method of payment’, Change Subtype as e.g. Credit card. Go to the Payment details and check that new payment method is displayed’ and press Enter> Save the Request Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to AOTR’ Login as AOTR> View Service request Go to AOTR work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to ‘Approved’ 2. 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to Rejected’ ‐6‐
Password Resetting Of Broadband
Home Page >Sales Cycle >Create> Broadband Password Reset >Service Request Id Generated >Reset Password > Password Reset for P3 link
Change in Modem Acquisition Type Broadband
Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as Broad‐ band > Click Product ID >Change Modem acquisition type from the existing > Click on Submit > Save The Service Order> Search the ser‐ vice order to check Order Status
Broadband Shift Within same Exchange with Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange with Number change > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Creating Broadband Order > Choose Broadband Order> Order subtype as Broadband Reconnection >Save> Creating Service Order >Submit > Save the Order > Disconnect Order >Service order‐In progress > Service order‐ Completed > Broadband Service order‐In progress > Check Order Status to find out the present status of Connection > Broadband Service order‐ Completed ‐7‐
Change in Static IP Home Page > Click Master Data> Click Search Customer Assets>
Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as Broad‐ band > Select Order Subtype as Change in static IP > Click on Submit > Save The Service Order> Search the service order to check Order Status ‐8‐
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Change in Email ID (with Broadband Bill Plan change) Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as Broadband >Save the Service order> Click on Edit the Service Order> Select the new Plan from the list of Plans> New Plan gets selected and Old plan is marked for deletion >With the new plan some more Email Id can also be attached >Enter the Email IDs >click User ID creation to check the availability of Email ID > Click on Submit > Save The Service Order> Search the service order to check Order Status Technical Fault Broadband
Home Page > Complaints> Create Complaints> Select BSNL Customer Complaint as the Transaction Type >Enter value in field Telephone Number/Customer Account ID >Select Service Type as Broadband, Complaint Type as Technical > Select Complaint Subtype from drop‐ down> Click Save >Go to Complaint >Search Complaint> Enter Com‐ plaint ID> Click Search> Status “Assigned to ITO” Once resolved in Clarity> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Assigned to FTO” 1)Login as FTO > Go to Work list> Click Complaint ID> Select Close >Click Execute Decision. Login as CSR> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Resolved” 2)Login as FTO > Go to Work list> Click Complaint ID> Select Close >Click Execute Decision. Login as CSR> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Assigned to ITO”
Facility Provisioning on WLL Phone
Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL > Click Product ID >Add Facility to the Installed Plan> Click on Submit from MORE button > Save The Service Order> Search the service order to check Order Status
WLL Shift across Exchange
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address with Different exchange> Select Transaction Type > Creating Service Order >Select Order type as shift across exchange> Fill other details such as nature of shift > Save The Service Order >Number Availability Check > Blocking Number > Click Submit > Save the Order > Status of Disconnect Order is In Progress > Check Order Status to find out the present status of Connection >
Facility Deprovisioning on WLL Phone
Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL > Save the Service order> Click on Edit the Service Order> Click Product ID >Delete existing Facility from the Installed Plan> Click on Submit > Save The Service Order> Search the service order to check Order Status
Bill Plan Change for WLL
Home Page > Master Data> Click Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL> Save the Service order> Click on Edit the Service Order> Select the new Plan from the list of Plans> New Plan gets selected and Old plan is marked for deletion> Save the service order> Click on Submit > Save The Service Order> Search the service order to check Order Status.
SHIFT Landline Shift Within same Exchange with Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange with Number change > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Submit > Save the Order > Status of Discon‐ nect Order is In Progress > Check reconnection Order Status to find out the present status of Connection.
Number Change for WLL
Home Page > Master Data> Click Customer Assets> Search I base from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL> Select Sub Order type as “Change of Indicator” >Save the service order> Click Number Availability Check >Select the telephone number which will appear as the “New Telephone Number” > Click on Sub‐ mit from MORE button > Save The Service Order> Search the service order to check Order Status
Landline Shift Within same Exchange without Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange without Number change > Fill other details such as nature of shift > Submit > Save the Order > Status of Disconnect Order is In Progress > Check reconnection Order Status to find out the present status of Connection.
WLL New WLL fixed Connection
Home Page >Account Management >Create Individual Account >Create Contact >Create Customer Account > Fill up details from the CAF Form >Create Billing Account > Create Sales Order > Select Service as Wireless, Service type as WLL and service sub‐type as WLL fixed > Enter WLL Handset Acquisition Type and WLL ES > Save the Sales order >Number Availability Check > Assign WLL Fixed Plan > Assign Facility > Assign Accessory > Check Accessory availability > Save the Order > Create Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection.
WLL Closure due to Non Payment
Home Page > Master Data> Click Customer Assets> Search Ibase from the Telephone Number> Click Disconnect> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL> Select Disconnection reason as “Disconnection due to Non Payment”> Click on Submit > Save The Service Order > Search the service order to check Order Status
Landline Shift across Exchange
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address with different exchange > Select Transaction Type > Creating Service Order >Select Order type as shift across Exchange > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Submit > Save the Order > Status of Discon‐ nect Order is In Progress > Check reconnection Order Status to find out the present status of Connection. ‐11‐
New WLL Mobile Connection
Home Page >Account Management >Create Individual Account >Create Contact >Create Customer Account > Fill up details from the CAF Form >Create Billing Account > Create Sales Order > Select Service as Wireless, Service type as WLL and service sub‐type as WLL Mobile > Enter WLL Handset Acquisition Type and WLL ES Number > Save the Sales order >Number Availability Check > Assign WLL mobile Plan > Assign Facility > Assign Accessory > Check Accessory availability > Save the Order > Create Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connec‐ tion. ‐9‐
WLL Shift Within same Exchange without Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address with same Exchange > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange without Number change > Fill other details such as nature of shift > Click on Submit > Save The Service Order > Status of Disconnect Order is In Progress > Check Order Status to find out the present status of Connection > ‐10‐
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Billing Complaint
Home Page > Complaints > Create Complaints > Select BSNL Customer Complaint as the Transaction Type > Enter value in field Telephone Number/Customer Account ID > Select Service Type as Landline, Complaint Type as Billing > Select Complaint Subtype from dropdown > Click Save > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to AOTR” Login as AOTR > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Click Complaint ID > Enter value in fields Amount paid, Adjustment Outcome and Adjustment ID > Click Save > Go to Work list > Click Complaint ID > Select Approve > Click Execute Decision. Login as CSR > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Approved”
ISDN New ISDN BRI Connection
Home Page > Account Management > Create Individual Account > Create Contact > Create Customer Account > Fill up details from the CAF Form > Create Billing Account > Create Sales Order > Click Enter on Customer Account ID and Billing Account ID > Select Service Type as ISDN and Service Subtype as ISDN BRI > Save Sales Order > Go to ISDN Details tab > Click Edit in ISDN Header > Enter ISDN specific Data (no. of extensions ,no. of junctions etc) > Click Save in ISDN Header > Click Number Availability Check > Select Number > Block Number > Click Edit List > Click Product ID > Select Plan , Facility, Accessory > Click Submit and close the Window > Press Enter > Click Accessory availability Check > Save New Order > Click Demand Note > Save Demand Note > Receive Payment against Demand Note
BSNL IT PROJECT CIRCLE
MySAP CRM
Ver 1.02
1
June 2009
Quick Reference Card
To Update Address Proof
Home Page > Go to Service Order > click create Service Request > Select BSNL Transaction Type as service request > enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘account related’ , Change Type as ‘ Address Proof’, Change Subtype e.g. Voter Card. Go to the Updated details tab and enter the value of ID Number and press Enter Save the Request, close the request. Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to CO’ Login as CO > View Service request Go to CO work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Rejected’
New ISDN PRI Connection
Home Page > Account Management > Create Individual Account > Create Contact > Create Customer Account > Fill up details from the CAF Form > Create Billing Account > Create Sales Order > Click Enter on Customer Account ID and Billing Account ID > Select Service Type as ISDN and Service Subtype as ISDN BRI > Save Sales Order > Go to ISDN Details tab > Click Edit in ISDN Header > Enter ISDN specific Data (no. of extensions ,no. of junctions etc) > Click Save in ISDN Header > Click Number Availability Check > Select Number > Block Number > Click Edit List > Click Product ID > Select Plan , Facility, Accessory > Click Submit and close the Window > Press Enter > Click Accessory availability Check > Save New Order > Click Demand Note > Save Demand Note > Receive Payment against Demand Note
INDEX New Phone Connection Facility Provisioning / De provisioning Accessory Provisioning / De provisioning Bill Plan Change / Address Update Number Change Safe Custody Closure Voluntary / Non Payment New Centrex Group Connection in same Exchange Linking Centrex Group to existing Landline New ISDN BRI / PRI Complaints Technical / Billing Update Address Proof / Identification Proof /
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COMPLAINTS AND UPDATES Technical Complaint
Home Page > Complaints > Create Complaints > Select BSNL Customer Complaint as the Transaction Type > Enter value in field Telephone Number/Customer Account ID > Select Service Type as Landline ,Complaint Type as Technical > Select Complaint Subtype from dropdown > Click Save > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to ITO” Once resolved in Clarity > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to FTO” 1. Login as FTO > Go to Work list > Click Complaint ID > Select Close > Click Execute Decision. Login as CSR > Go to Complaint > Search Complaint> Enter Complaint ID > Click Search > Status “Resolved” 2. Login as FTO > Go to Work list > Click Complaint ID > Select Close > Click Execute Decision. Login as CSR > Go to Complaint > Search Complaint > Enter Complaint ID > Click Search > Status “Assigned to ITO”
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To Update Bill frequency
Home Page > Go to Service Order > click create Service Request > Select BSNL Transaction Type as service request > enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘Billing related’ , Change Type as ‘ Billing Frequency Update’, Change Subtype e.g. Monthly. Go to the Bill Frequency /Bill Statement Type /Invoice No. details and check that selected Bill cycle is displayed and press Enter > Save the Request Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to AOTR’ Login as AOTR > View Service request Go to AOTR work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Rejected’
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Duplicate Bill Change Payment Mode Broadband WLL Shift
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GENERAL COMMERCIAL New Phone Connection
Home Page > Account Management > Create Individual Account > Create Contact > Create Customer Account > Fill up details from the CAF Form > Create Billing Account > Create Sales Order > Number Availability Check > Assign Plan > Assign Facility > Assign Accessory > Check Accessory availability > Save the Order > Create Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection
Bill Address Update Home Page > Service Order > Create Service request > Search
Asset ID from the Telephone Number > Select Request type as “Billing related” > Select Change type as “Billing Address Update” > Select Change Subtype as “Billing Address Update” > Enter the address and Save the service request > Check Order status > Login as “AOTR” Home Page > Go to Work list > Select the service request from the list > Approve/Reject the service request Status of Service request changes to Approved/Rejected
Voluntary Closure
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Disconnect > Select BSNL Ser‐ vice Order as the Transaction Type > Select Service Type as Landline > Select Disconnection reason as Voluntary Disconnect > Select status as “Submission in Progress” > Save the service order > Status of Service order changes to “In Process with Retention” > Log in as Retention team > Home Page > Go to Work list > Select the service request from the list > Select the Decision “Retention Successful/ Retention failed” > If Customer Retained, scenario ends > If Reten‐ tion failed, request enters provisioning system > Check Order Status till the service is completed
Facility Provisioning
Home Page > Master Data > Click Search Customer Assets > Search Ibase from the Telephone Number Click Modify > Select BSNL Ser‐ vice Order as the Transaction Type > Select Service Type as Landline > Add Facility to the Installed Plan > Click on Submit from MORE button > Save The Service Order > Click Edit to check Order Status
Bill Plan Change
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Save the Service order > Click on Edit the Service Order > Select the new Plan from the list of Plans > New Plan gets selected and Old plan is marked for deletion > Save the service order Select the Status as “Submission In Progress” > Check Order Status till the service is completed
Closure for Non Payment
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Disconnect > Select BSNL Ser‐ vice Order as the Transaction Type > Select Service Type as Landline > Select Disconnection reason as “Disconnection due to Non Pay‐ ment” > Save the service order > Status of Service order changes to “In Process” > Check the status of Order till the service is completed
Facility De‐provisioning
Home Page > Master Data > Click Customer Assets >Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Delete Facility from the Installed Plan > Click on Submit from MORE button > Save The Service Order > Click Edit to check Order Status
Bill Address Update
Home Page > Service Order > Create Service request > Search Asset ID from the Telephone Number Select Request type as “Billing related” > Select Change type as “Billing Address Update” > Select Change Subtype as “Billing Address Update” > Enter the address and Save the service request Check Order status > Login as “AOTR” > Home Page Go to Work list > Select the service request from the list > Approve/Reject the service request > Status of Service request changes to Approved/ Rejected
New Centrex Group Connection with same exchanges
Home Page > Sales Cycle > Create Centrex Group > Fill value in Name and Description Fields > Press Enter on any field > Click District field > Select any value > Fill value in Field Number of Lines > Save the Centrex Group > Click Inform Nodal Officer link. Login as Nodal Officer > Sales Cycle > Search Centrex Group > Enter Centrex Group ID > Click Search > Click Centrex Group ID > Fill Value in Centrex Exchange Field > Save the Centrex Group > Go to Work list > Click Centrex Group order > Click Execute Decision. Login as CSR > Sales Cycle > Search Centrex Group > Enter Centrex Group ID > Click Search > Click Centrex Group ID > Click Number Reservation > Save the Centrex Group
Accessory Provisioning
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Add required Accessory to the Installed Plan > Save The Service Order > Click for Edit the Service Order > Check Accessory Availabil‐ ity > Select the Status as “Submission In Progress” > Save the Service Order > Check Order Status till the service is completed
Number Change
Home Page > Master Data> Click Customer Assets > Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Select Sub Order type as “Change of Indicator” > Save the service order > Number Availability Check > Select the telephone number which will appear as the “New Telephone Number” > Change the status “Submission in Progress” > Save the service order > Search the service order to check the order status till service is Completed
Accessory De‐provisioning
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number > Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Delete the Accessory from the Installed Plan > Save The Service Order > Select the Status as “Submission In Progress” > Check Order Status till the service is completed ‐1‐
Linking a Centrex Group to the existing Landline connection
Home Page > Master Data > Click Customer Assets > Enter Tele‐ phone Number > Click Search > Click Asset ID > Click Modify > Select BSNL Service Order as the Transaction Type > Press Enter on any field to display all the details > Select Service Type as Landline > Select Order Sub Type as Add to Centrex Group > Enter value in Centrex Group ID field > Save the Service Order > Click Edit > Click Number Avail Check link > Go to More: Click Submit ‐3‐
Safe Custody Landline
Home Page > Master Data > Click Customer Assets > Search I base from the Telephone Number> Click Modify > Select BSNL Service Order as the Transaction Type > Select Service Type as Landline > Save the Service order > Click on Edit the Service Order > Select the new Plan as “Safe Custody Plan” from the list of Plans > New Plan gets selected and Old plan is marked for deletion > Default facilities also gets selected along with Safe Custody Plan > Save the service order > Select the Status as “Submission In Progress” > Check Order Status till the service is
To Issue Duplicate Bills for the customer
Home Page > Go to Service Order > click create Service Request > Se‐ lect BSNL Transaction Type as service request> enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘Billing related’ , Change Type as ‘ Request For Past Invoice’, Change Subtype as ‘Request For Past Invoice’. Go to the Bill Frequency /Bill Statement Type /Invoice No. details and give the value in field ‘Invoice Number’ and press Enter> Save the Re‐ quest Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to AOTR’ Login as AOTR> View Service request Go to AOTR work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to ‘Rejected’
BROADBAND New Broadband on existing Landline
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Modify Customer Account >Create Billing Account > Select Transaction Type > Creating Service Order >Select Product Id From Dashboard > Selecting Product Plan > Submit the plan > Close > Displaying the Products> Save the Order > Click on User Id link > Create Demand Note > Generating Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection > Status ‐ Completed
Broadband Shift Within same Exchange without Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange without Number change > Fill other details such as nature of shift > Save > Creating Broadband Order > Choose Broad‐ band Order >Order subtype as Broadband Reconnection > Save> Creating Service Order >Submit > Save the Order > Disconnect Or‐ der> Service order‐In progress > Service order‐Completed > Broad‐ band Service order‐In progress > Check Order Status to find out the present status of Connection > Broadband Service order‐ Completed
New Broadband and Landline Connection
Home Page >Account Management >Create Individual Account >Create Contact >Create Customer Account > Fill up details from the CAF Form >Create Billing Account >Go Homepage > Sales Cycle >Create Sales Order >New Order Id Created > Number Availability Check > Blocking Number > Assign Product Plan > Selecting Plan > Assign Accessory > Check Accessory availability > Creating Broadband Order > Select Service Process > Select Plan from Dashboard > Displaying Product > Save the Order > Click on User Id link > Create Demand Note > Generating Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection > Status – Completed
Broadband Shift across Exchange
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift across Exchange > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Creating Broadband Order > Choose Broadband Order> Order subtype as Broadband Reconnection > Save> Creating Service Order >Submit > Save the Order > Disconnect Order> Service order‐In progress > Service order‐ Completed > Broadband Service order‐In progress > Check Order Status to find out the present status of Connection > Broadband Service order‐ Completed
To Update Identification Proof
Home Page > Go to Service Order > click create Service Request > Se‐ lect BSNL Transaction Type as service request> enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘account related’ , Change Type as ‘ Identifica‐ tion Proof’, Change Subtype eg Voter Card. Go to the Updated details tab and enter the value of ID Number and press Enter> Save the Request, close the request. Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to CO’ Login as CO> View Service request Go to CO work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Approved’ 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service request, check that status is changed to ‘Rejected’
Bill plan change
Home Page > Master data >Customer assets> Enter the telephone number >Click search > Click on Asset ID >Click on Modify link> Select the transaction type (Broadband Order) > Press enter on asset ID > Select service type as broadband and order sub‐type as modify > Select Product ID from product dashboard > Change the bill plan > Click submit > Close the window > Press enter > Click save > Click submit
Billing Complaint Broadband Home Page > Complaints> Create Complaints> Select BSNL Cus‐
tomer Complaint as the Transaction Type >Enter value in field Tele‐ phone Number/Customer Account ID >Select Service Type as Land‐ line, Complaint Type as Billing > Select Complaint Subtype from drop‐ down> Click Save >Go to Complaint >Search Complaint> Enter Com‐ plaint ID> Click Search> Status “Assigned to AOTR” Login as AOTR > Go to Complaint >Search Complaint> Enter Com‐ plaint ID> Click Search> Click Complaint ID> Enter value in fields Amount paid, Adjustment Outcome and Adjustment ID> Click Save> Go to Work list> Click Complaint ID> Select Approve> Click Execute Decision. Login as CSR> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Approved
Change in modem ‐ Broadband
Home Page >Master data >Click on Customer assets >Enter the telephone number > Click on search >Click on asset id > Click on modify > Select the transaction type (Broadband order) > Press enter on asset ID > Select service type as broadband and order sub‐type as modify > Select Product ID from product dashboard > Change the modem type > Click submit > Close the window > Press enter > Click save > Click submit> Click on save
To change Method of payment
Home Page > Go to Service Order > click create Service Request > Se‐ lect BSNL Transaction Type as service request> enter the value of asset Id ( click on asset ID , Give the value of Telephone number , click search Button , Click on Asset ID) > press enter Select request Type as ‘Billing related’ , Change Type as ‘ Method of payment’, Change Subtype as e.g. Credit card. Go to the Payment details and check that new payment method is displayed’ and press Enter> Save the Request Home Page > Go to Service Order > Click search Service Request > enter the value of service Request ID > click Search > Open service request > Status changes to ‘Assigned to AOTR’ Login as AOTR> View Service request Go to AOTR work list: 1. Select ‘Approved’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to ‘Approved’ 2. 2. Select ‘Rejected’ and click execute decision. Login as CSR > Search the Service Request, check that status is changed to Rejected’ ‐6‐
Password Resetting Of Broadband
Home Page >Sales Cycle >Create> Broadband Password Reset >Service Request Id Generated >Reset Password > Password Reset for P3 link
Change in Modem Acquisition Type Broadband
Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as Broad‐ band > Click Product ID >Change Modem acquisition type from the existing > Click on Submit > Save The Service Order> Search the ser‐ vice order to check Order Status
Broadband Shift Within same Exchange with Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange with Number change > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Creating Broadband Order > Choose Broadband Order> Order subtype as Broadband Reconnection >Save> Creating Service Order >Submit > Save the Order > Disconnect Order >Service order‐In progress > Service order‐ Completed > Broadband Service order‐In progress > Check Order Status to find out the present status of Connection > Broadband Service order‐ Completed ‐7‐
Change in Static IP Home Page > Click Master Data> Click Search Customer Assets>
Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as Broad‐ band > Select Order Subtype as Change in static IP > Click on Submit > Save The Service Order> Search the service order to check Order Status ‐8‐
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Change in Email ID (with Broadband Bill Plan change) Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as Broadband >Save the Service order> Click on Edit the Service Order> Select the new Plan from the list of Plans> New Plan gets selected and Old plan is marked for deletion >With the new plan some more Email Id can also be attached >Enter the Email IDs >click User ID creation to check the availability of Email ID > Click on Submit > Save The Service Order> Search the service order to check Order Status Technical Fault Broadband
Home Page > Complaints> Create Complaints> Select BSNL Customer Complaint as the Transaction Type >Enter value in field Telephone Number/Customer Account ID >Select Service Type as Broadband, Complaint Type as Technical > Select Complaint Subtype from drop‐ down> Click Save >Go to Complaint >Search Complaint> Enter Com‐ plaint ID> Click Search> Status “Assigned to ITO” Once resolved in Clarity> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Assigned to FTO” 1)Login as FTO > Go to Work list> Click Complaint ID> Select Close >Click Execute Decision. Login as CSR> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Resolved” 2)Login as FTO > Go to Work list> Click Complaint ID> Select Close >Click Execute Decision. Login as CSR> Go to Complaint >Search Complaint> Enter Complaint ID> Click Search> Status “Assigned to ITO”
Facility Provisioning on WLL Phone
Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL > Click Product ID >Add Facility to the Installed Plan> Click on Submit from MORE button > Save The Service Order> Search the service order to check Order Status
WLL Shift across Exchange
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address with Different exchange> Select Transaction Type > Creating Service Order >Select Order type as shift across exchange> Fill other details such as nature of shift > Save The Service Order >Number Availability Check > Blocking Number > Click Submit > Save the Order > Status of Disconnect Order is In Progress > Check Order Status to find out the present status of Connection >
Facility Deprovisioning on WLL Phone
Home Page > Click Master Data> Click Search Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL > Save the Service order> Click on Edit the Service Order> Click Product ID >Delete existing Facility from the Installed Plan> Click on Submit > Save The Service Order> Search the service order to check Order Status
Bill Plan Change for WLL
Home Page > Master Data> Click Customer Assets> Search Ibase from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL> Save the Service order> Click on Edit the Service Order> Select the new Plan from the list of Plans> New Plan gets selected and Old plan is marked for deletion> Save the service order> Click on Submit > Save The Service Order> Search the service order to check Order Status.
SHIFT Landline Shift Within same Exchange with Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange with Number change > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Submit > Save the Order > Status of Discon‐ nect Order is In Progress > Check reconnection Order Status to find out the present status of Connection.
Number Change for WLL
Home Page > Master Data> Click Customer Assets> Search I base from the Telephone Number> Click Modify> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL> Select Sub Order type as “Change of Indicator” >Save the service order> Click Number Availability Check >Select the telephone number which will appear as the “New Telephone Number” > Click on Sub‐ mit from MORE button > Save The Service Order> Search the service order to check Order Status
Landline Shift Within same Exchange without Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange without Number change > Fill other details such as nature of shift > Submit > Save the Order > Status of Disconnect Order is In Progress > Check reconnection Order Status to find out the present status of Connection.
WLL New WLL fixed Connection
Home Page >Account Management >Create Individual Account >Create Contact >Create Customer Account > Fill up details from the CAF Form >Create Billing Account > Create Sales Order > Select Service as Wireless, Service type as WLL and service sub‐type as WLL fixed > Enter WLL Handset Acquisition Type and WLL ES > Save the Sales order >Number Availability Check > Assign WLL Fixed Plan > Assign Facility > Assign Accessory > Check Accessory availability > Save the Order > Create Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connection.
WLL Closure due to Non Payment
Home Page > Master Data> Click Customer Assets> Search Ibase from the Telephone Number> Click Disconnect> Select BSNL Service Order as the Transaction Type> Select Service Type as WLL> Select Disconnection reason as “Disconnection due to Non Payment”> Click on Submit > Save The Service Order > Search the service order to check Order Status
Landline Shift across Exchange
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address with different exchange > Select Transaction Type > Creating Service Order >Select Order type as shift across Exchange > Fill other details such as nature of shift > Save> Number Availability Check > Blocking Number > Submit > Save the Order > Status of Discon‐ nect Order is In Progress > Check reconnection Order Status to find out the present status of Connection. ‐11‐
New WLL Mobile Connection
Home Page >Account Management >Create Individual Account >Create Contact >Create Customer Account > Fill up details from the CAF Form >Create Billing Account > Create Sales Order > Select Service as Wireless, Service type as WLL and service sub‐type as WLL Mobile > Enter WLL Handset Acquisition Type and WLL ES Number > Save the Sales order >Number Availability Check > Assign WLL mobile Plan > Assign Facility > Assign Accessory > Check Accessory availability > Save the Order > Create Demand Note > Receive Payment against Demand Note > Check Order Status to find out the present status of Connec‐ tion. ‐9‐
WLL Shift Within same Exchange without Number Change
Home Page >Master data >Customer asset >Open Ibase >Ibase Screen > Shift Customer Account >Create New Address with same Exchange > Select Transaction Type > Creating Service Order >Select Order type as shift within Exchange without Number change > Fill other details such as nature of shift > Click on Submit > Save The Service Order > Status of Disconnect Order is In Progress > Check Order Status to find out the present status of Connection > ‐10‐
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